Optimizing for operational efficiency
Overview
Goal
An integrated financial onboarding platform for the largest bank in the United States is initiating an application redesign for Customer Due Diligence. Insights gained from this pilot can be leveraged towards the effectiveness of the overall Client Onboarding Platform.
We can achieve enhanced customer onboarding speed for KYC workflows by refining data input methods, identifying automation areas, and improving data observability.
Target Persona
Teresa Oscar is a Prime Services Onboarder. She values speed and agility when it comes to her team’s performance. She wants the superpowers of a developer to create the ultimate workflow for her team. Her current processes require manual work to track case progress through emails, phone calls, and external tools to get the job done.
Outcome
Interventions
Results
Intervention
Before and after
Goal
Redesign the Client Due Diligence application to reduce confusion.
Intervention Hypothesis
Clear hierarchy, eliminating redundancies, and reducing the amount of information on a page will create focus and improve usability.
Results
Increased perceived usability by 4pts on the System Usability Scale.
Intervention
Before and after
Goal
Design a compose feature to support a transaction of data transfer between the Credit and Legal teams.
Intervention Hypothesis
Using a stepper will allow user testers to accurately and effectively send a data package in under 10 minutes.
Results
a) 6 out of 6 users testers were able to create any combination of packages in 3 attempts per task or less.
b) Average time to package submission 5 minutes and 16 seconds.
Intervention
Before and after
